RENEWAL BY ANDERSEN SUMMARY:
Renewal by Andersen is a pioneer in the window and door industry, and innovation is a huge part of who we are. Renewal by Andersen Signature Service combines the perfect combination of the best people in the industry, a superior process, and an exclusive product. As such, we take great care in building a team of skilled, passionate Difference Makers, caring for our team members’ personal and professional growth, and celebrating our differences. We are committed to an inclusive and diverse workplace where all people feel respected, valued, and driven to realize their full potential. We always have opportunities for our team members to give back to the causes they’re most passionate about, and as an Energy Star Partner of the Year for many years, Renewal by Andersen is committed to environmental health and sustainability. If you want to be a Difference Maker, Renewal by Andersen is the place for you.
SUMMARY:
To oversee the Customer Service department responsible for product ordering, van management, and retailer experience. Focusing on continuous improvement, team performance, and identifying best practices.PRIMARY RESPONSIBILITIES:
Supervise the Customer Service Team CSRs and Order Processors, which are responsible for providing the appropriate support and administration to internal and external delivery partners. Areas of focus include ordering, fulfillment, transportation, backorders, and product technical expertise.
Promotes and advocates leveraging of functional area capabilities within Renewal by Andersen to remove barriers and enabling collaboration. Develops and implements communication strategies to promote understanding to cross-functional teams.
Develops, designs, & delivers training and standard operating procedures focusing on order processing and customer service to deliver the best retail experience.
Uses performance metrics and benchmarking data to establish improvement targets, measures individual & team performance, and initiates appropriate action for direct reports.
Supervise employees and team performance by providing timely performance evaluations, constructive feedback, coaching, and growth opportunities. Promotes a safe work environment. Develops staffing strategies, human resource plans and career development opportunities.
Communicate staffing needs and monitor team workload capacity, ensuring retail experience targets are met (i.e. turnaround time).
Maintain professional and technical knowledge through formal and informal continuing education opportunities. Implements best practices amongst team to drive improved performance.
Resolve escalated customer order and delivery situations. Maintains and develops exception reports to prevent negative customer impact.
Other duties as assigned by supervisor.
QUALIFICATIONS AND SKILLS
Bachelor’s degree or an equivalent combination of education and experience. Minimum of 5-7 years of management experience or an equivalent combination of demonstrated performance and skills
Technical skills – PowerPoint, Excel, Word and Data Analytics
Customer Knowledge – understanding the needs, preferences, demographic data, trends and issues affecting our various markets, market segments, and customers.
Organization/Business Unit Knowledge – understanding of the strategy, structure, culture, systems, processes, information sources, and interdependencies of our company.
Knowledge of Products/Services – understanding the technical aspects of our products and services including features, benefits and uses or applications.
Problem Solving/Opportunity Identification – using participative processes to define problems, identify causes, and select solutions that optimize performance and stakeholder ownership and acceptance.
Creative Thinking – perceiving things in new and unfamiliar ways, making unusual associations and generating original ideas, new possibilities, and new or improved solutions.
Decision Making – having a bias for action and knowing what decisions need to be made and what risks should be taken; having a bias for action that facilitates the making of timely decisions during
CULTURE AND BENEFITS
“Be Orange. Be You” is how we express our belief that by embracing our differences and empowering you, we’ll be a stronger team able to accomplish what otherwise wouldn’t be possible. This Orange spirit has helped us become the #1 innovative window and door brand* and the one homeowners love the most.** It’s also why we’re committed to supporting you to approach each day with a bright outlook.
Benefits include, and are not limited to:
· Medical/Dental/Vision/Life Insurance
· Health Savings Account contributions
· Paid holidays plus PTO
· 401(k) plan & contributions
· Professional development and tuition reimbursement opportunities
· Charity contributions
· Nationwide career opportunities
We look forward to seeing how your unique skills, background and experiences will inspire our team and help us continue to be the leader we are today.
In 2024, Andersen has set a profit-sharing target of $4,000 per eligible employee, prorated as appropriate. Profit sharing will be paid out in quarterly installments to provide eligible employees with payments throughout the year, with payment amounts tied to quarterly operating profit performance.
Andersen is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, disability, marital status, national origin, citizenship, genetic information, protected veteran status, or any other characteristic protected by law. Andersen Corporation will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of all applicable federal, state and local laws.